These General Terms and Conditions apply exclusively to the 'Virtual Salesforce Center of Excellence' service (hereinafter referred to as the 'Service') provided by APM Digital Solutions, s.r.o. These terms are effective from 1st of January 2025, and shall remain in force until modified or replaced by the Provider.

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1. General Provisions

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1.   These General Terms and Conditions (hereinafter referred to as "GTC") govern the provision of the Virtual Salesforce Center of Excellence service (hereinafter referred to as the "Service") provided by APM Digital Solutions, s.r.o., with its registered office at Savoy Offices at the Carlton, Mostová 2, Bratislava, Slovakia (hereinafter referred to as the "Provider").

2.  The Service provides strategic Salesforce support, consulting, and administration, including expert advice, configuration assistance, troubleshooting, and guidance on system changes and enhancements.

3.  A Client is any legal entity or individual entrepreneur who orders the Service and agrees to these GTC (hereinafter referred to as the "Client").

4. By ordering and using the Service, the Client confirms that they have read, understood, and agreed to these GTC.

5. The Provider and the Client may agree on specific additional terms, which must comply with these GTC.  

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2. Scope of Service

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1.  Configuration Support for Administrators 

   • Assistance with Salesforce configuration and best practices.

   • Data management and resolution of standard issues.

   • Consulting support for internal administrators.

2. Strategic Review of Planned Changes

   • Reviewing user requirements and technical designs.

   • Providing strategic oversight on change implementation.

3. Development and Deployment Support

   • Oversight and governance of deployments.

   • Ensuring adherence to Salesforce best practices.

   • Managing system enhancements.

4.  Production Issue Resolution

   • Responding to escalated production issues.

   • Addressing urgent business-critical needs.

5. Regular Salesforce Updates on Knowledge Sharing

   • Quarterly updates on new Salesforce features.

   • Consulting on the potential impact and usability in the Client's environment.  

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3. Pricing and Invoicing

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1.  The base service fee is invoiced annually in advance. The Client agrees to pay a fixed fee covering a 12-month period upfront.

2. The Service includes a predetermined number of consulting hours per month, which are covered by the base fee.

3. Additional consulting hours beyond the included allocation will be invoiced monthly based on the Provider’s current rate card.

4. Invoices for additional consulting hours will be issued at the beginning of each month for the previous month’s usage and must be paid within 14 days of issuance.

5. The current rates for additional consulting services are provided in the Client’s individual offer or available upon request.

6. If the Client fails to settle an invoice by the due date, the Provider reserves the right to suspend the provision of the Service until full payment is received.

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4. Service Provision on Client Infrastructure

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1. The Service is provided exclusively on the Client’s infrastructure, which includes their Salesforce environment, servers, applications, and other relevant systems.

2.  Access management is the responsibility of the Client, who must grant the Provider the necessary permissions for Service provision.

3.  The Client is responsible for managing security policies, audit logs, and system protection where the Service is delivered.

4.  The Provider is not liable for any damages resulting from mismanagement of the Client’s infrastructure, improper configuration of access rights, or unauthorized third-party interventions.

 

5. Service Level Agreement

 

1. The Provider guarantees a response time of up to two (2) business days for issues reported by the Client.

2. The Provider does not guarantee immediate resolution but will make its best effort to provide solutions in a reasonable timeframe.

3.  SLA response time does not apply to issues caused by:

   1. System failures outside the Provider’s control.

   2. Lack of necessary access or permissions from the Client.

   3. Third-party integrations or custom developments not implemented by the Provider.

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6. Limitation of Liability

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1. The Provider’s total liability is limited to the amount paid by the Client for the Service within the last 3 months.

2. The Provider shall not be liable for:

   1.  ​Indirect, incidental, or consequential damages.

   2. Data loss, financial loss, or lost profits.

   3. Client-side misconfigurations, security breaches, or system downtime.

3. The Service is provided on a best-effort basis, and the Provider makes no guarantees regarding system performance beyond the scope of its involvement.

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7. Intellectual Property Rights

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1.  Any custom configurations, recommendations, or implementations provided by the Provider remain the intellectual property of the Client.

2. The Provider retains ownership of methodologies, tools, and proprietary knowledge used in Service delivery.

3. The Client may not resell or distribute any materials, scripts, or solutions provided by the Provider without prior written consent.

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8. Modification of Terms

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1. The Provider reserves the right to modify these GTC at any time.

2. Any changes to these GTC will be communicated to the Client at least 30 days in advance via email or an official notice.

3.  If the Client continues to use the Service after the notice period, the modified GTC are considered accepted.

4.  If the Client does not agree with the modifications, they may terminate the Service under the standard termination conditions.

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9. Force Majeure

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1. Neither party shall be liable for failure to perform obligations due to events beyond reasonable control, including but not limited to:

   1.  ​Natural disasters, war, terrorism, strikes, pandemics.

   2. Government actions, regulatory restrictions, or legal changes.

   3. Failures of telecommunications or cloud services outside the Provider’s control.

2. If a force majeure event continues for more than 30 days, either party may terminate the agreement without penalties.

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10. Termination of Service

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1. The Service is provided for a fixed period of 12 months and does not automatically renew.

2. The Client may terminate the Service before the contract period ends; however, prepaid fees will not be refunded.

3. The Provider has the right to terminate the Service immediately in the following cases:

   • ​Repeated failure by the Client to settle invoices.

   • Breach of these GTC by the Client.

   • The Client failing to grant necessary access required for Service provision.

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11. Final Provisions

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1. These GTC are an integral part of the Service and are binding for all Clients.

2. By using the Service, the Client agrees to these GTC.

3. The legal relationship between the parties is governed by the laws of the Slovak Republic.

4. Any disputes shall be settled by negotiation between the parties. If no agreement is reached, disputes shall be resolved before the competent courts of Slovakia.

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Contact Information​

APM Digital Solutions, s.r.o.
Savoy Offices at the Carlton, Mostová 2, Bratislava, Slovakia
 

sales@apmdigital.eu
www.apm.digital

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